RoboCat Casino - Pelaajan tili on suljettu voiton jälkeen.

Hi, all of a sudden after winning on the slots my account was blocked and I can no longer access it.

Salve tutto ad un tratto dopo aver fatto delle vincite alle slot mi e stato bloccato il conto e non vi posso piu accedervi

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me whether you played any other games, such as live casino, sports betting, etc.?
• Had you completed verification before you lost access to the account?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

The winnings were accumulated through slots, I was never asked for verification, I played both with bonuses and with real balance

le vincite sono state accumulate tramite slot , la verifica non mi e stata mai chiesta, ho giocato sia con bonus che con saldo reale

Thank you very much for your reply, Mando001. Have you tried contacting the casino regarding this issue? Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

that is all they said

Dear Mando001,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite RoboCat Casino representative to join this conversation.

Dear RoboCat Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Mando001,

Following your request and after checking the case with the relevant department, we would like to inform you that your account has been closed as per administrative decision.

Please be informed that the account was closed in accordance with the following point of Terms and Conditions:

9.1 : The Website may only be used for personal entertainment purposes only. The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else’s name or interest;
• using any form of cheating or other means of gaining an unfair advantage or influence, including, without limitation, making use of a software error, loophole or bug, uDsing software or hardware to automate, distort or influence the outcome of bets;
• using unfair betting patterns or strategies, such as equal, zero or low margin bets, bets with minimal risks, hedge betting, or otherwise placing bets in such a way that in our opinion the system is being abused, guaranteed win is achieved, or the risk is minimized;

9.3  We reserve the right from time to time to conduct a game play review/review the customer`s betting activity to verify compliance with the Terms. If, upon such a review, it appears that the customer is participating in strategies, taking advantage of any software or system bug or failure, or participating in any form of activity that we, in our sole and complete discretion, deem to be abusive, we reserve the right to revoke the entitlement of such customer to any promotions awarded, to void any winnings obtained from the promotion, to prevent entitlement to other promotions or to close the customer account. 

9.4 : Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice: 

• immediately block your account and suspend your access to the Website and/or its services, suspend all pending withdrawal requests and other payments to you for the period of investigation; 
• permanently close your account with the Website and all other partner websites on our platform and deny any future use of the Website and the partner websites; 
• void any winnings obtained, cancel any pending withdrawals and confiscate the real money balance of your account;
• void any bonus balance on your account and/or limit your future participation in our bonus and promotional offers or deny them to you;
• contact the relevant authorities to inform them of any suspected illegal activity and/or to collect any payments that you owe to the Company.

Based on the above, the account was closed, and the winnings have been deducted. 

We hope this helps clarify the matter for you. 

Kind regards,

Robocat casino Team

Dear RoboCat Casino,

Please send me specific breaches of the terms and conditions along with supporting evidence to miroslava.d@casino.guru for review.

Thank you for your cooperation.

Dear Mirka,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Robocat Casino Team

Dear Robocat Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear Mirka,

We would like to inform you that we are looking into your request.

We would kindly request that you remain patient as we endeavor to complete the verification as soon as possible.

Thank you in advance.

Kind regards,

Robocat Casino Team

Dear Mirka,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Robocat Casino Team

Thank you for the information provided, Dear RoboCat Casino.

Please also send me player's game log and transaction history from the period, where the specified behaviour is visible.

Thank you.

Dear Mirka,

We would like to ask you to check the response provided by mail.

Thank you in advance.

Kind regards,

Robocat Casino Team

Dear RoboCat Casino,

I haven't received player's game log. Please try to send it again.

Thank you.

Dear Mirka,

The player's game log has been re-sent for your reference. 

Thank you.

Kind regards,

Robocat Casoino Team

Dear RoboCat Casino,

I still haven't received player's game log as requested - player's full game history usually in excel format as downloaded from the system.

Dear Mirka,

The player's balance flow has been re-sent for your reference. 

Thank you.

Kind regards,

Robocat Casoino Team

Dear Mando001,

The information and evidence provided by the casino confirm, that you have engaged in a behavior, that gave you unfair advantage in bonus usage, and were in disagreements with casino's (bonus) terms and conditions. It would be ideal, if the casino had certain rules enforced by the system, but unfortunately it is not an industry standard at the moment. Under these conditions, the casino team has acted in alignment with their terms and conditions, and I have to agree with them.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best Regards,

Mirka